Choose the call center partner that’s best
To keep your business thriving, meeting your customer's stated and unstated needs is important. Choosing the right call center partner can be the next step to keep your customers happy and help you remain competitive.
Business Process Outsourcing (BPO) also has the benefits of offering cost savings, access to scalable solutions, and expertise in customer experience.
Adversely selecting the wrong partner can result in bad customer service, damage to your company's brand, and ultimately a loss of revenue.
The process can be a long one, but the first step is making a list and checking it twice to ensure you select the right outsourcing company. If you need help figuring out where to start, we compiled some items that can help you guide your journey.
1. Quality and performance matters
When choosing a call center partner, price does not come first.
That's because the right call center partner can add value and pays for itself.
That said, quality should be top of mind. So start evaluating your partner's quality assurance metrics and measures.
For starters, get feedback on the company’s performance, training methods, and attention to detail. A ‘Customer-First’ training method that places most of the emphasis on customer satisfaction to deliver a more exceptional experience.
Assess other metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Service Level (SL).
You want to ensure the call center partner can meet and exceed your already high standards.
2. A great track record
Outsourcing can offer you access to some of the best experts in customer service.
Be sure to leverage this to your advantage by looking at the team you will be working with.
An outsourcing company with a leadership team backed by years of experience and an innovator in customer experience/service would be a great addition to your business.
You should also check whether this provider has experience with customers like yours for an easier transition.
For instance, if your partner is experienced with Finance, it's easy to onboard them and ensure they have the right compliance and processes. It saves you time and makes recruiting easier.
3. The right tech
When outsourcing a particular process, the BPO having the right tech can speed up the process while saving you money.
Most modern call centers use Customer Relationship Management (CRM), Interactive Voice Response (IVR), BI reporting, and analytic tools.
If these are the latest in the business or similar tools your internal team uses, you can add
All of these tools enhance the customer experience. Look for a call partner that offers expert-level technology, job knowledge, and expertise.
4. Flexible and scalable
Speaking of experts, you also want to ensure your partner is flexible and scalable. Sometimes, businesses reach a point where expanding or scaling back is necessary. In either case, you want a partner to meet those needs head-on. Therefore, teaming up with a center that can scale its operations alongside your needs is essential. Here are some questions you ask to help determine this
How do you handle peak times and call volumes?
What is your capacity like to accommodate a greater demand?
Further to this, can you up/scale back staffing if we are launching a promotion and require more hands on deck?
A call center with excellent workforce management can improve how you service your customers. Think of it like this, you want a partner you can grow with you.
5. Location matters
Consider the location of the call center partner and evaluate if their time zone, language proficiency, and cultural understanding align with your customer base.
For instance, CallServ is a nearshore facility for North America, Latin America, the Caribbean, and South America. Its Trinidad location makes it the perfect spot for those looking to outsource to a Native English provider with a deep understanding of Western culture.
Shortlist your providers based on location, which can also be a cost-saving to your business.
6. Protect your customers
When partnering with a center, you are likely sharing your customer data with a third party.
Cyber threats are increasing, and data protection is a need. It would be better to prioritize data security and protection, such as adherence to GDPR or HIPAA and any other measures they have in place that ensure customer data is guarded.
Look for robust cybersecurity policies to prevent data breaches or access to customer information.
A reputable call center also contains extensive protocols to help you rest easier. Sometimes, third-party solutions are more secure than in-house, as cloud data protection is costly, and some may already have it. Get a partner that overs security.
7. What's the cost?
Finally, we are at the million-dollar question. How much does this all cost? When you check off your list of the partner that best fits. Price is important but should not be your sole or top determining factor.
You want a partner that best fits your budget - yes, but they also have to offer the best value and pricing structure. The pricing structure is also important in your costing.
Are there hidden costs? Or additional fees you should look out for? While upfront costs might be attractive or lower than the competitor, those hidden fees add up and can take you outside budget.
Remember that cheaper does not always mean better, especially when selecting an imperative service. So when deciding on a partner, weigh the cost against the benefits this partner can offer. Once you've reviewed all the requirements, choose your partnership. Remember that a good quality call center can save 30-60% on operational costs.
Complete the shortlisting of your next partner
Now you have an idea of your basic requirements. The next step is to get started with your selection process. Make sure to:
Identify your business needs by looking at your current operations, including important business processes and workflows.
Determine how much of your call center is being outsourced or what specific tasks are being outsourced. For instance, are you outsourcing your live chat or calls? If so, what information/knowledge is important to share?
Search for outsourcing partners, and look for potential BPO providers. You can search online or get recommendations but start prospecting. Check their social media accounts, and find out what their existing customers say.
Start filling out your list of prospects and applying them to your list, looking at the different variables we discussed.
Meet with your team for your final decision.
This method is the best way to shortlist. Like an interview, you score your potential partners based on suitability and add scores based on how they best fit the criteria.
Shake hands with your new partnership
Selecting the right partner is critical as this can impact your business and the overall well-being of operations. Using this checklist, you can objectively evaluate potential call center providers ad ensure the best for your customers.
Discuss your requirements with your team before starting your recruitment process. The importance of these requirements may vary depending on your industry. For example, we mentioned finance. In this industry, you would value cyber security.
You can get a quality partner that offers security and grow your business in the long run. Need some help getting started? Speak with a member of CallServ’s expert managerial team by clicking here.
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